SAP Knowledge Base Article - Public

3250034 - Inbound/Outbound E-mail communication not visible in Agent Desktop Customer Hub Timeline



  • SAP Cloud for Customer
  • SAP Cloud for Service
  • SAP Cloud for Sales

Reproducing the Issue

  1. Send an e-mail to a corresponding e-mail channel
  2. Ticket gets created
  3. Go to Services -> Agent Desktop (AD)
  4. Search for a Business Partner (BP) and confirm it
  5. Navigate to the Customer Hub and check under the timeline


System is working as designed


  • The Agent Desktop Add-on (AD) does not currently support Communication Channels which are not natively handled in AD
  • Since Communication Channels that create tickets are not native to AD, these interactions will not be displayed in the Customer Hub Timeline for the AD
  • AD was designed to handle real-time interactions directly performed in AD via the CTI widget, and such interaction will be displayed in the customer timeline as expected
  • For AD, Communication Channel Integration is enabled by third-party communication system providers (CTIs) 
  • The system is working as designed
  • Do you feel the scenario described should be included as an enhancement? If so, please submit your feature request via the SAP Customer Influence site. See KBA 3295509.
  • Need Customer specific development?
    • With SAP Cloud Service Center, you also have the option to receive a customer-specific development.
    • Find more details about the services offered by Cloud Service Center on 
      • If you are a partner: please use “” or the Partnerfinder
      • If you are a customer: please use the little blue box “Contact Us” shown on the very right-hand side of , choose “Contact Us”, choose “Services”, choose “SAP Custom Development” and complete the page


    Agent Desktop, Customer Hub Timeline , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , Problem


    SAP Cloud for Customer core applications 2208